Keynotes and Workshops

Snow & Associates tailors customer service and executive leadership keynote presentations, workshops and training sessions to meet client needs. Here are three of our most popular programs. Creating A World-Class Service Organization World-class customer service is not simply a matter of smiling employees who say "please" and "thank you." Everything your customer sees, hears or touches impacts their experience. "Everything speaks." This program highlights how delivering world-class service requires careful orchestration of the entire customer experience. Attendees will discover: • The key points of contact that make or break the customer experience     • How to elevate the customer experience from ordinary to extraordinary     • Customer service processes that make service excellence "business as usual" Leading Excellence Employees watch to see how committed we are as leaders and take their cue directly from us. As customer expectations are at an all-time high and business competition is fierce – exemplary leadership today is critical. This presentation helps today’s leaders step into their multi-faceted role as visionary, facilitator and idea champion. Attendees will discover: • The benefits of leadership that creates a culture of accountability among employees     • How to build organizational commitment to a vision     • Specific “walk the talk” leadership behaviors that reinforce organizational values Performance Excellence - The Employee Factor The number one reason that customers become disenchanted with an organization is because of employees’ attitudes of indifference. This program is designed to change that. In order to motivate excellence, organizations must "engage the heart" of employees. When this happens, customers can see it, hear it and feel it in every interaction with an organization. Attendees will discover: • Ways to identify employee behaviors that align with the organization's mission     • Employee selection, training and communication processes that reflect the organization's values     • Internal processes that support and engrain customer service-oriented behaviors